Frontier Communications Corp.

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states his In-Law’s service is out of service for over a week, and would like service restored
in a timely manner Frontier has investigated the above statements and offers the following response: Frontier has spoken with *** *** on June 16, 2017, and has confirmed Frontier has repaired the serviceFrontier advises that it has made the appropriate time out of service adjustment and there is a credit on the account which will be applied to the next billing statement We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The Complaint states that: Mr*** advises that he cancelled his business Internet and telephone on December 9, 2016, but he is still
being charged for serviceMr*** has attempted on several occasions to have Frontier resolve the issue but they have not. Frontier has investigated the above statements and offers the following response: Frontier reports that they received a port out order from another carrier on December 9, to port his number to themThe order was due dated for December 9, 2017.Frontier states that there was an error on the order and it was resolved on February 2, The final bill will come out on February 25, and will issue a credit back to the disconnect date of December 9, 2017.Mr*** will see credits on his final bill on February 25, back to December 9, We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier advises that internet service speeds are based upon many, including network congestion, customer location, customer equipment, and Wi Fi network interference.Frontier advises that customer is subscribed to
speeds as fast as 6Mbps.Frontier has tested the access line and has found that internet speeds are within an acceptable range.Frontier has spoken to the customer ensured satisfaction, and provided contact information noted below. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr*** may have experienced as a result of the above matter

Frontier has reviewed this complaint and found an initial repair report placed on 9/23/16, cleared on 9/as a field equipment issue. O 9/I contacted Ms*** and she advised the Internet service was still out. We placed a new repair and on 9/a Frontier tech advised the
customer's modem was unpluggedOnce this was taken care of, the service worked fine. We have issued credit of $for the customer's time out of service

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** was out of service for almost a week Ms*** spent many hours trying to reach the repair
department Frontier has investigated the above statements and offers the following response: Frontier‘s records show that Ms***’s services were fixed on December 12, Frontier spoke to Ms*** on December 21, and she confirmed all services are workingFrontier advised Ms*** that there was an adjustment for issued for time out of service and a adjustment for the missed commitment We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** *** has experienced as a result of the above matter

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Mrs*** states that Frontier Communications is fraudulently billing charges that were not authorized on
her account.Mrs*** stated she was charged for upgrading her internet speed and was advised this was a free upgradeMrs*** states that she has requested the notes from her account to be sent to her and was advised that they do notFrontier has investigated the above
statements and offers the following response:Frontier records reflect Mrs*** has been billed for the Frontier Secure plan since October which we provided Mrs*** a monthly stating reflecting the chargesPer Frontier records customer was advised of the service that would be included in her monthly priceFrontier records reflect Mrs*** agreed to upgrade her bundle package as of December 2, However we did confirm that Mrs*** was missing some promotional discounts on her bill.Frontier has since corrected this error and have issued credit to Mrs***’s account in the amount of $165.66.Frontier does not provide proprietary information to customersFrontier representative have left messages for Mrs*** explaining our outcome and findingsWe trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mrs***
has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager

The September 1st bill does reflect the correct rate of $per month and a total of $in credits have been issued to the accountThe account should only have been credited $which covered the $install fee, late fees + tax @ $and $in credit for the monthly rate
reflecting at $instead of $The first bill included service from 5/4/through 6/30/so was higher than a regular monthly billThis is standard on the first bill only and we apologize if this proration was not explained properly to the customerSince Frontier has now erred in favor of the customer in the amount of $27.97, we will not debit back any credits

Frontier recieved the Rebuttal complaintFrontier advises the in addition to previously mailing copies of the statements requested we also emailed copies of the bill statements dated 4/19/- 12/19/to email address - ***.***.com for the customer's review on 2/16/2017.Frontier advises the balance on the account is $which is sustainedFrontier prviously explained to Ms*** the account was cancelled on 11/11/and an ETF of $billed to the accountAt the time of disconnect the previous balance was $and we received a payment on 10/21/for which reduced the balance to $The prorated credit applied to the account from 11/- 11/The balance at this time is $We trust this information will assist you in closing this complaint

Customer Name: *** *** Phone: ###-###-####
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms*** has had problems with her Internet service going out of service frequently.Ms*** is not pleased with Frontier’s response time Frontier has investigated the above statements and offers the following response: A Frontier Representative spoke with Ms*** on December 22, and her Internet was working. Frontier has provided a contact to Ms*** for any future concernsFrontier has issued a one month credit of $towards the account for the frustration Ms*** has experienced Frontier continues to work toward a resolution that will improve Ms***’s Internet Service We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter

The Complaint states that: Mr*** states that he had requested a technician to be sent to his home to fix his Frontier service issues multiple timesMr*** also states he had two missed commitments by Frontier techniciansMr*** also states he has not been given any out of
service credits to offset the charges billed during time his services weren’t functioning correctly Frontier has investigated the above statements and offers the following response: Frontier states that a representative attempted to reach Mr*** on October and 28, with no response as of October 28, 2016.Frontier states that correspondence was mailed with contact information for a Frontier representativeFrontier also states that customer has been given $in credit adjustments as of October 28,

Frontier has investigated the above statements and offers the following response:
• Prior to receipt of the complaint order number *** was submitted to disconnect service effective November 18, as Mr*** requested, however; the order did not provision until December 5, after
the November billing statementIt will take 1-billing cycles for the credit to reflect on the billing statement
• A Frontier Representative reached the customer on December 12, and provided the above information
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mrs*** bringing this matter to our attention The Complaint states that: Mrs*** advises she never had the service properly established at her location because Frontier couldn’t provide
the serviceMrs*** advises that she started to receive billing for the account that should not have been established and made attempts to get assistance with the errorMrs*** also advises that her credit has been affected because of Frontier’s error Frontier has investigated the above statements and offers the following response: Frontier apologized for the inconvenience Mrs*** experienced due to the billing error.Frontier confirmed that the services were restricted in Mrs***’s area and could not be provided at this time.Frontier has submitted to have the negative report removed from Mrs***’s credit report and will reflect in the next daysThere is no balance owed to Frontier on Mrs***’s account.Frontier was unable to reach Mrs*** at this time and provided direct contact information should she have any further requests or concerns We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** has experienced as a result of the above matter

The Complaint states that: Mr*** states he is experiencing Internet issues on his line Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician to the location who made repairs to the line on October 5, Frontier
has issued an out of service credit of $and spoke with Mr*** to confirm the service issue has been resolved

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** advises that she cancelled service prior to the Verizon to Frontier conversion and is not being billed for service Frontier has investigated the above statements and offers the following response: Research determined the voice and High speed internet services were discontinued in February 2016.A system error caused Ms*** to receive statements which reflected a balance due of $167.78.On August 16, a credit totaling $was applied to the account bringing the balance to zeroThis should reflect in one to two bill cyclesNo additional information has been provided to warrant a change in Frontier’s decision We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** *** may have experienced as a result of the above matter

Frontier has investigated the complaint and found the installation was delayed for over months. By the time Frontier completed the work on August 30, 2016, Ms*** has moved from the premises. We have issued credit for the charges that had been billed (phone, Internet
and installation fees) and reduced the bill to a $balance. On November 8th Frontier left a detailed message advising Ms*** of our findings and apologizing for her inconvenience

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Customer has had billing issues and wanted the billing corrected Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and the billing for the customer is correct due to the long distance charges that the customer has concurred due to the customer not having long distance on her accountThe customer has decided at this time to not change the account and to move to another companySpoke to the customer on 9/19/ We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** has experienced as a result of the above matter

Thank you for referring the complaint of Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** states that he was quoted that after months of on time payments that his deposit would be
returned. Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on November 2, and advised that the policy is after months of on time payments that a deposit is returnedFrontier did submit training for the representative that wrote the order for Mr*** to ensure the representative knows policy.Mr*** has direct contact information should he require additional assistance. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Mr*** advises he was overbilled by Frontier for his services and has not been able to reach a resolution
Frontier has investigated the above statements and offers the following response: Frontier advises the overbilling was a result of a promotional error on the accountFrontier advises credits totaling $have been applied to Mr***’s account to correct the billingFrontier advises Mr***’s account has been disconnected as of December 22, and has been back dated to November 30, Frontier advises Mr***’s final bill will print on December 28, with his final balanceA Frontier representative will follow up to ensure the bill is accurate We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** *** may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: • We successfully reached MS*** to confirm the telephone number associated with the account is ###-###-####. • On January 26, we advised service order *** was cancelled and there is no balance owed to Frontier Communications We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** has experienced as a result of the above matter

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I called back after they left me a message while I was at workI did speak with them and was told my balance would be zeroedThank you
Regards,
*** ***